Integrated experience and service feedback

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Integrated Experience and Service Feedback

    The Integrated Experience and Service Feedback feature allows ServiceNow customers to collect and analyze feedback from users regarding their experiences with the Employee Center portal. This feedback can be gathered on user interface interactions or service requests, providing valuable insights into user sentiments.

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    Key Features

    • Feedback Types: There are two primary feedback categories:
      • Experience Feedback: Focused on user experiences across various platforms like the portal and Virtual Agent.
      • Service Feedback: Pertains to user experiences related to service requests.
    • Feedback Formats: Feedback can be collected through static questions or survey questionnaires, and can utilize formats such as numeric ratings or star ratings.
    • Feedback Widgets: Customizable widgets are available for integrating feedback collection smoothly into the portal, including:
      • experience-flow-feedback: For in-page feedback.
      • experience-workflow-feedback: For workflow-based feedback.
    • Post-Feedback Loop: Creates tasks when feedback ratings fall below a specified threshold, allowing for timely responses to concerns.

    Key Outcomes

    By implementing this feedback mechanism, ServiceNow customers can effectively monitor and enhance user experiences and service quality. The Feedback Analytics dashboard provides a consolidated view of all feedback, enabling informed decision-making and continuous improvement of services. Additionally, feedback tasks can remain anonymous unless personal information is provided, ensuring user privacy while facilitating communication for resolved issues.

    Experience and service feedback enables you to gather quick feedback from your users on their user experiences and their service experiences.

    Configure the experience and service feedback across the Employee Center portal to gain insights into your user sentiments, as an admin.

    View all the responses captured neatly in the Feedback Analytics dashboard.

    The two feedback types are:
    • Experience feedback: Provide your feedback on the user experience in the portal, the mobile, Kiosk, or through the Virtual Agent.
    • Service feedback: Provide your feedback on the service experience like raising a Service Catalog item request.

    Both the feedback types can be either static questions or survey questionnaires.

    Note:
    • Configure the experience feedback drawer widget in your portal, if it has the Employee Center header.
    • Configure the experience feedback drawer widget to provide feedback in various formats like, experience, numeric value feedback, or star rating feedback. For more information on configuring feedback definition, see Set up the feedback definition.
    • Avail the star rating and the numeric value rating in Experience feedback predefined with Employee Center version 35.0.
    • For a description of the field values in the feedback definition form, see Feedback definition form.

    Provide feedback through the drawer widget, In page in the portal or via email.

    The following widgets are customizable. For more information on how to customize the widgets, see Integrated service and experience feedback management.
    Table 1. Feedback widgets
    Name Type Description

    experience-flow-feedback

    		 Widget Supports in-page feedback on the portal.

    experience-workflow-feedback

    		 Widget Supports workflow-based feedback on the portal.

    Post-feedback loop

    Post-feedback loop allows tasks to be created when the feedback rating is beneath or equal to the rating threshold. The feedback tasks are visible in My tasks.

    Note:
    The sn_hr_sp.esc_admin has read and write access to the feedback task table Employee Center Pro version 37 onwards. Additionally, the following fields in the feedback task form are read-only, version 37 onwards:
    • Feedback definition
    • Assessment response
    • Feedback provided by

    View the Details tab to get the feedback task assessment. For Survey feedback tasks, view the responses and assessment details.

    Feedback tasks can be anonymous if the feedback provider doesn’t share their personal information while submitting the feedback. Notify the feedback provider via email when the task is resolved if they have shared their personal details. For more information, see

    Experience feedback for browser extension

    Get an experience feedback configuration and a feedback definition when you install Browser Extension for Employee Center plugin (sn_ex_brw_ext) version 1.0 along with Employee Center Pro plugin (sn_ex_sp_pro) version 36.0.

    Note:
    Experience Feedback for Browser Extension definition has certain differentiators from the generic experience feedback options. For more information, see Set up the feedback definition.

    You can view the feedback analytics from the browser extension by selecting the Employee Center Browser Extension in the Portals Filter.